Are Managers Making the Right Choice?: IT Investment for Smart Work

Are Managers Making the Right Choice?: IT Investment for Smart Work

Hyojeong Kim (Department of Hospitality Management, Kyung Hee University, Seoul, South Korea) and Chang Juck Suh (Department of Management, Sogang University, Seoul, South Korea)
Copyright: © 2017 |Pages: 11
DOI: 10.4018/JCIT.2017040104

Abstract

Smart work has been credited with providing flexible supply capabilities to meet customer demands in service businesses operations. Effective operations of smart work need huge investment of technologies implementations. The authors use Delphi techniques and survey method to identify implementation factors of importance of home-based work which is a representative type of smart work. Seven technologies were identified to be important (Knowledge Management, Real-time monitoring, Remote IT assist, Online testing, Online training, Workforce management, Agent performance management technologies). Different from general expectations, control-based technologies were found not to have positive effects, but support-based technologies to have positive effects to the performance. Smart work technologies in service business affect employees' job satisfaction, and further retention of remote agents. Careful planning of how to implement technologies for smart work is needed in service business in order to identify the best working environment design.
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Research Methodology

The methodology used in this study combined Delphi technique with survey method. Delphi technique is useful for getting consensus from a group of experts on a specific topic, generate ideas, and extract important factors in the professional domain (Hsu & Sandford, 2007; Okoli & Pawlowski, 2004).

Our study used Delphi technique to extract seven technologies of home-based work implementation that is supported by industry experts. And the authors used survey method to verify key factors of home-based work technologies from two perspectives; control-based and support-based technologies.

Our approach included the following steps:

  • review refereed cases of home-based work operations from the published literature

  • identify success factors of home-based work operations

  • make an initial version of Delphi questionnaire

  • get a consensus from industry experts about successful home-based work technology

  • synthesize industry expert opinions and frontline employee surveys.

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